If you have Call Summaries up and running with Insight and you find you need to make this important data available elsewhere in Salesforce, this is guide on how to do just that!

The way to manage this is to utilize the Flows service from Salesforce to automatically pull and push data between your Salesforce objects.

In the below example, we’re going to be storing the Summary on a new field on the Contact record. This means that as a User who has access to the Contact’s record, I can see a summary of this Contact's most recent call. The below will run through:

• What’s required to initiate the Flow

• What Flow Elements are required to store the Summary

• Different locations you may think about storing the Summary

  
  
  

This is to ensure that Admins and Managers can access this information wherever they need to see it inside of Salesforce.

Flow Requirements

Below is a step-by-step guide on the Salesforce Flow you’ll need to create.

Create a new Record-Triggered Flow 

Create a new Record-Triggered Flow with the below configuration:

1. Object = Insight

2. Configure Trigger = A record is created or updated

3. Condition Requirements = All Conditions Are Met (AND)

4. Entry Condition 1

   1. Field = nbavs__CallSummarization__c

   2. Operator = Does Not Equal

   3. Value = {!$GlobalConstant.EmptyString}

5. Entry Condition 2

   1. Field = nbavs__CallSummarization__c

   2. Operator = Is Null

   3. Value = {!$GlobalConstant.False}

6. When to run = Only when a record is updated to meet the condition requirements

   
   

The screenshot below shows the required fields:

Next, we’re going to immediately run the following 3 Elements:

Here is a breakdown of what this flow is doing exactly :

1. Get Call Reporting Object - this is to pull information from the CRO record that’s related to the Insight record. The purpose of this is to pull the ID for the Contact we want to store the Summary on.

Note - if you want to store the Summary elsewhere (e.g. Account/Case/Custom Object), you’ll simply need to pull the ID for the related record you’d like to store the Summary on. You’ll need to make sure there’s a relationship between this object, and the Natterbox Call Reporting Object as well.

Here, we’re using the UUID to find the correct Reporting record.

2. Find Contact - this is to find the related Contact stored on the CRO record. 

3. Store the Summary on a new Field - now that we’ve been able to find the correct Call Reporting record and the correct related Contact, we can store the summary here. In the below example, I’m storing the summary in a new field called AI Call Summary. 

Note - if storing on a new field, you’ll need to make this a Text Area (Long) field.

Once you’ve completed these steps, you can now Save and Activate the Flow. You may need to edit the page layout to ensure the new field is available. 

Now all of your call summaries should be automatically sent over to your chosen object!